BroadSoft announced that Lumos Networks, a provider of fiber-based bandwidth infrastructure and IP services, has deployed BroadSoft Call Center Xpress, an end-to-end and fully scalable hosted call center solution.
BroadSoft Call Center Xpress integrates call center capabilities from three providers: BroadSoft, which delivers Unified Communications (UC) services, Automatic Call Distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform; Inference Solutions, which provides advanced Interactive Voice Response (IVR) services; and CTI Group, which offers call recording and quality management functionality.
"By replacing our on-premise ACD platform with a solution that leverages the BroadWorks platform and integrated call center capabilities from Inference Solutions and CTI Group, Lumos Networks gains access to advanced features and functionality typically reserved for large enterprise call centers, such as voice-enabled IVR services, speech analytics, and UC services," said Craig Drinkhall , Lumos vice president of product management and engineering, in a statement. "CallCenter Xpress allows us to retain any desired advanced routing capabilities while transitioning to a virtual call center infrastructure that can scale to meet future needs.”
BroadSoft's Call Center Xpress solution is designed to enable a service provider's hosted call center offering to enterprise customers, but the solution can also be utilized by service providers for their own call center environments. Lumos will use Call Center Xpress' scalable solution in its call center environment of more than 100 agents that handle tens of thousands of business and residential customer service, billing and technical support calls per month related to Lumos' fixed-line services, including Fiber-to-the-Home (FTTH) and enterprise IP services.
Lumos Networks and service providers can gain several key benefits with Call Center Xpress, including:
- Price disruption - service providers can deliver a virtual call center solution to enterprise customers at a dramatically lower Total Cost of Ownership (TCO) when compared to on-premise solutions.
- Carrier friendly - operationally efficient, multi-tenant platforms; can be white labeled with the service provider’s branding; higher margins than reselling Customer Premise Equipment (CPE).
- Scalable - supports enterprises with any ACD or call center environment from small workgroups to high-volume call centers with thousands of agents.
- On-demand - provides a cost-effective service for call centers that need to handle seasonal spikes in staffing.
- Open standards-based interfaces and the open BroadWorks Xtended API enables integration with additional third party applications.